Telecoms.com

tag: cem

It’s no secret that ‘bricks and mortar’ retail strategies are battling against some difficult economic conditions right now. Mobile operators are by no means immune to this, says Tim Deluca Smith, VP Marketing for WDS Global.

There is a significant disconnect between what drives loyalty among mobile consumers and what mobile operators believe drives loyalty as well as churn. Research released at MWC this week suggests that consumers in general will focus on a single aspect of their mobile service – such as device, tariff, or coverage – whereas operators tend to believe that a collection of issues drive positives and negatives in churn and loyalty.

Smartphone manufacturers are leaving customers disappointed by not quoting battery performance in a way that reflects day-to-day use, according to a study published today. Customer experience specialist WDS analysed the battery life of 50 of the top smartphones launched over the past year and compared them alongside two million technical support calls taken on behalf of global mobile network operators and handset manufacturers.

After a Mobile World Congress early this year full of meetings about customer-experience management (CEM), it was expected that the topic would get a lot of attention from many operators. Last week I participated in a CEM conference, and although there is no standard definition for the term, operators are starting to take customer experience seriously.

Websites are now required by law to gain your consent before applying cookies. We use cookies to improve your
browsing experience. Parts of the website may not work as expected without them. By closing or ignoring this
message, you are consenting to our use of cookies.